Saira Thomas

Salesforce Business Analyst

• Collaborated with stakeholders to identify business needs and data sources.
• Collaborated with Product team regularly for further discussion to confirm the use cases, identify the
  dependencies (if any) and assess the risks for any new or ongoing features.
• Created data models to support decision-making processes.
• Provided technical support for troubleshooting analytics and reporting issues.
• Generated ad-hoc reports to evaluate specific business requirements.
• Drafted user stories with accuracy assuring that it is in alignment with the Definition of Ready.
• Reviewed the test cases with the QA team to make sure that the implemented functionality meets the specified
  requirements and business needs, along with calling out any issues/defects identified to be analyzed,
  corrected and retested.
• Documented the Release notes for monthly releases.
• Addressed the issues/concerns from business, further discussing it with the development team, solutioning it
  through configuration setup by an admin ticket or raising a defect.
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Developed customized reports, summarizing and presenting data in visually appealing format.

Salesforce QA

• Supported, designed, developed and enhanced test processes and reporting for QA processes.
• Reviews and validates requirements and technical specifications.
• Proactively contributed towards identifying and managing the risk factors which may adversely affect the delivery of
  project deliverables within the deadlines.
• Collaborates with the development team on bug fix verification and validation during regression and smoke testing.

• Educated customers on use of banking website and mobile apps.
• Processed customer transactions promptly, minimizing wait times.
• Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.

• Collected customer information and analyzed customer needs to recommend potential products or services.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Built strong relationships with field operations team to support business development opportunities and improve service.